Customer survey leads to improvements

Chris Dace

3 years ago

Earlier this year we asked you to take part in a customer opinion survey to find out how we could improve the services we offer here at KWE Cars. 157 of you took the time to tell us how we are doing and what we could improve. It was an amazing response and we are genuinely very grateful for all the feedback.

We’ve used the information from the survey to develop a strategy to help grow the business and improve our marketing. Those of you who are regular visitors to our website will see that we’ve already made a start. Our new website went live a few weeks ago and, as a direct result of the feedback, we’ve started to offer a few Jaguar XJS cars for sale. As well as selling classic cars we’ve worked on, we’ll also be highlighting good examples that catch our eye from other online sources – all good excuses to keep coming back to the website!

By way of a thank you, we thought it would be interesting to share a summary of the results from the survey and also tell you about some of the exciting initiatives you can expect to see from us over the coming months.

What do you like most about KWE?

In the survey, we asked you to rank your top three choices as to what you like most about KWE. The results were as follows:

Engineering knowledge

Ability to restore cars to ‘better than new’

Ability to understand problems, develop and improve the car

We were very happy with this outcome; these values are, after all, what you’d expect from a specialist, engineering-based company. And it’s probably for these reasons that 44% of you said it was ‘highly likely’ you’d use our services again. Building long-term relationships with customers has always been a goal of ours, and this result upholds the view.

Word of mouth recommendations

We asked you, on a scale of 0-10, how likely it is you’d recommend KWE to a friend or colleague. This was to determine our Net Promoter Score (NPS). Many service-based organisations use an NPS score to measure customer satisfaction. It works by detracting passive scores (between 0-6) and detractor scores (between 7-8) from your promoter scores (between 9-10). The average NPS score is 10-15%; our score was 65% – four times the national average and something to be very proud of. Maintaining this level of customer satisfaction will be a priority moving forward.

Listen and learn

The survey also prompted some constructive criticism, with some of you suggesting that our attention to detail could be better. We always try to focus on the best possible experience for the customer, so we’ve taken this on board and will continue to make improvements in this area.

What’s in store?

It seems that many of you are keen to hear from us more frequently, so we’ll be producing our newsletter more regularly and including more technical content such as maintenance tips and performance advice. We are looking to feature restoration/owner stories; so if any of you are keen to be in our newsletter, please let us know. If you don’t already receive our newsletter, please click here to subscribe.

We will also be producing more videos and sharing them on the various social media channels. If you haven’t already done so, please follow us on Twitter and Facebook and watch out for alerts. We are also planning an open day at the workshop later on in the year. We’ll publish information about the event in our newsletter in due course.

We are always open to new suggestions; we’d love to hear your thoughts at any time about how we can improve.